SCOPE OF POSITION:

The Reservation Agent is responsible for providing the highest quality of service to guests in an attentive, courteous, and efficient manner, by assisting potential guests with reservations for the hotel & associated restaurants. They provide a welcoming attitude and are proficient in all service questions and requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and other team members.
• Maintain regular attendance in compliance with Beatrice standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include a clean, pressed uniform and correct nametag when working.
• Always comply with Beatrice standards and regulations to encourage safe and efficient hotel operations.
• Answer all incoming phone calls & transferred phone calls promptly, within 3 rings. Placing additional calls on hold as needed.
• Follow verbiage guidelines set forth by management team.
• Have strong knowledge of the property, location, on-site F&B hours & operations, guest room features, as well as the local area and events.
• Reserve hotel & dining reservations according to SOP’s; processing customer payments according to established policies and procedures.
• Respond to guest requests promptly; promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase satisfaction.
• Oversee inventory of hotel and balance inventory as needed. Notify management if hotel is oversold.
• Be familiar with upsell strategies, actively assisting with driving revenue for the hotel & restaurant.
• Be well versed in our corporate negotiated rates and act as point of contact for the associated companies as needed.
• Run daily arrival report and identify any special requests, delivering to the guest room as needed.
• Always maintain a clean and organized work area.
• Maintain proper key control daily.
• Collaborate with restaurant operator to create a seamless guest experience between both entities.
• Act as Front Desk Agent as needed.
• Assist with luggage storage and delivery as needed.
• Have thorough knowledge of outside venues and directions to each.
• Full understanding of the Front Desk system for all guest services.
• Perform other duties as requested by management.

REQUIREMENTS:

Education & Experience:

• High School diploma or equivalent and hotel or customer service experience preferred.
• Strong Computer skills and basic financial knowledge required.
• Rotating schedules including nights and weekends.
• Light work-Exerting up to 30 pounds of force occasionally, and /or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to be on your feet throughout the entire shift.

Required Competencies

• Must be able to convey information and ideas clearly, both oral and written.
• Must work well in stressful, fast paced, high-pressure situations.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.
• Must have the ability to assimilate complex information, data, etc. from disparate sources and consider adjust or modify to meet the constraints of a particular need.
• Must be able to prioritize departmental functions to meet due dates and deadlines.
• Must be able to work with and understand financial information and data, and basic arithmetic function.